Financial Services Guide

AIG Australia Limited (AIG)
ABN 93 004 727 753 AFSL 381686

This Financial Services Guide (“FSG”) contains important information about:

  • the services AIG offers you and is designed to assist you in deciding whether to use any of our services;
  • how our staff are remunerated;
  • any potential conflict of interest we may have in providing you with the services; and
  • our internal and external dispute resolution procedures and how you can access them.

When we give you personal advice about a certain general insurance product we will make reasonable enquiries about your objectives and needs in order to ensure the advice is appropriate to you. We will give you the personal advice in a written document called a Statement of Advice (SoA). In the SoA we will, amongst other things, tell you about:

  • the basis on which the advice is or was given;
  • information about the remuneration attributable to the provision of any authorised financial services;
  • any associations we have which may influence the advice we give you.

If we recommend or arrange to issue you a particular financial product (that is, a retail general insurance product) we will give you a Product Disclosure Statement (PDS).

In the case of wholesale general insurance products we are not required to prepare a PDS in which case the policy wording for that product will be provided to you. The PDS is designed to assist you to make an informed decision about that financial product and whether to acquire it as it contains, amongst other things, information about product features and benefits and your cooling off rights.

AIG Australia Limited (AIG) ABN 93 004 727 753 AFS Licence No.381686 Level 13, 717 Bourke Street, Docklands VIC 3008 is authorised to Deal (including issue) and Advise in relation to general insurance products, including travel insurance and sickness and accident insurance products. AIG is the provider of the financial services related to the general insurance products mentioned in this FSG. We may provide the financial services to you via our call centre, or through other qualified employees or our authorised representatives. When you acquire an insurance policy from AIG we are bound by the terms and conditions of the policy.

You need to inform us of your personal objectives and needs as well as provide us with any relevant information, so that we can provide you with the most appropriate advice possible for the range of products that we offer. If we provide you with personal advice you should read the information contained in the SoA carefully before making any decision relating to a financial product/s.

You should be aware that typically our employees provide you with general advice only in relation to general insurance products. In circumstances where you only receive general advice this may not be suitable for your personal needs and objectives. You need to consider the appropriateness of the general advice, in light of your objectives or needs before acting on the advice. Where we have told you that we have only provided you with general advice, you will not be given a SoA.

You should also read a copy of the PDS or policy wording for the product discussed before making any decision about whether to acquire the product.

In most instances instructions should be provided to us through your insurance intermediary. Where we have issued the product directly to you, you may contact us directly. You can specify how you would like to give us instructions. For example:

  • in writing
  • telephone
  • fax
  • e-mail

Our staff are remunerated by way of:

  • Salary.
  • Performance related incentives or bonuses provided by us.

The above remuneration information will also be disclosed to you in the SoA where an SoA is provided to you.

We are committed to handling any complaints about our products or services efficiently and fairly. If you have a complaint:

  1. Contact your insurance intermediary and they may raise it with us, or, contact us directly on our dedicated complaints line- 1800 339 669 if we have issued the product directly to you.

  2. If your complaint is not satisfactorily resolved you may request that your matter be reviewed by management, by writing to:
    The Compliance Manager 
    Level 13, 717 Bourke Street,
    Docklands VIC 3008

  3. If you are still unhappy, you may request that the matter be reviewed by our Internal Dispute Resolution Committee (“Committee”). We will respond to you with the Committee’s findings within 15 working days.

  4. If you are not satisfied with the finding of the Committee, or if we have been unable to resolve your complaint within 45 calendar days, you may be able to lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. AFCA can make decisions with which AIG is obliged to comply. Its contact details are:

    Australian Financial Complaints Authority (AFCA)
    GPO Box 3
    Melbourne VIC 3001
    Phone: 1800 931 678 (free call)

    You should note that use of the AFCA scheme does not preclude you from subsequently exercising any legal rights, which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice.

    If your complaint does not fall within AFCA's rules, we will advise you to seek independent legal advice or give you information about any other external dispute resolution options (if any) that may be available to you.

Further information?

If you have any further questions about the financial services we offer please contact us on Phone (03) 9522 4000 or visit our website at

Please retain this document for your reference and any future dealings with us.
Date prepared: 28 February 2014
SO JM 10/00897.3

Please be aware that, effective from 1 November 2018, AFCA replaced the former Financial Ombudsman Service (FOS). If you have any questions regarding this change, please contact AFCA on 1800 931 678. If you have a Product Disclosure Statement or other document that refers to FOS, please take into account this change when reviewing the relevant section referring to FOS.